Customer Account Representative/Account Manager

About the Company

C-P Flexible Packaging is a fast-growing essential manufacturing company specializing in digital pre-press, wide-web flexographic printing, extrusion, and adhesive laminators to produce creative flexible packaging solutions. With a primary focus on the food industry, C-P offers roll stock, pouches, re-sealable packaging, and shrink sleeves. Operating across 9 locations in North America, C-P is one of the top 25 flexible packaging companies in the U.S. We offer premium pay on top of a competitive base salary and bonus opportunities.

Responsibilities

• Adhere to all company safety policies and prioritize safety in all responsibilities.
• Demonstrate and foster CP Core Values.
• Receive and process customer orders, screening for accuracy and completeness.
• Monitor customer orders throughout graphics and manufacturing, advising customers and sales representatives of delays and providing alternatives to meet expectations.
• Partner with sales and manufacturing to analyze customer forecasts and develop customer-specific programs/models.
• Initiate customer releases for shipments and ensure delivery dates are met; coordinate expediting of rush shipments.
• Supply analysis and reports to management as requested.
• Proactively manage customer finished goods inventory levels.
• Maintain customer profiles, pricing, and order status reports.
• Manage customer complaints and returned goods initiation.
• Contribute to daily schedule meetings with customer service, department managers, production schedulers, and materials managers.
• Evaluate policies and procedures to improve and streamline customer service approaches.
• Provide reporting to customers, sales, and management groups.
• Build customer loyalty through positive engagement and service excellence.
• Maintain customer service processes, standards, and metrics to support a customer-centric organization.
• Support technology and innovative service solutions to maintain an "ease of doing business" environment.
• Partner with operations/supply chain groups to ensure a best-in-class customer experience.
• Perform other duties as assigned.

Requirements

• High School Diploma required; some college education or a bachelor’s degree preferred (can be offset by relevant work experience).
• Experience in a customer service role, preferably managing customer forecasting and demand information.
• Effective communication skills for collaborating internally and externally to exceed customer expectations.
• Ability to assume a leadership role and manage details of customer accounts and projects.
• High proficiency in Microsoft Excel, including developing and modifying spreadsheet applications.
• Familiarity with database reporting and company ERP systems.
• Ability to modify reports to meet customer-specific needs.
• Strong organizational skills, attention to detail, and ability to work independently.
• Positive attitude, flexibility, and ability to maintain confidentiality and adapt to changes.

Skills

• Ability to work well in a team environment.
• Dependability, punctuality, and adherence to company conduct standards.
• Ability to manage competing demands and handle frequent changes, delays, or unexpected events.

Physical Demands

• Sitting at a desk for extended periods.
• Communicating with customers via telephone and computer (email).
• Limited or no lifting required.
• Ability to climb stairs for meetings, accessing the plant floor, and the Customer Service area.

Working Conditions

• Primarily an office environment with some time spent in manufacturing areas.
• Must adhere to all company policies and SOPs, including conduct, attire, and personal protective equipment (PPE) requirements in manufacturing areas.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• 401(k) plan with generous company match.
• Paid Time Off and paid holidays.
• Company-paid life and AD&D insurance.
• Company-paid short-term disability coverage.
• Employee Assistance Program (EAP).

Pay

$20–25 hourly. The salary range reflects the minimum and maximum for this position. Actual salary will vary based on budget, prior experience, knowledge, skills, and education related to the role’s qualifications. Additional components of total rewards may include participation in our bonus program.